Communications Ombudsman - Warrington

Lewis E.

I found the Communications Ombudsman process very disappointing. My case concerned an early termination charge from Tesco Mobile. Ofcom rules say these charges must be fair, reasonable, and based on genuine costs saved. However, the Ombudsman told me they could not consider whether Tesco’s charges were punitive or cost-reflective, calling it a “commercial decision.”

This contradicts the Ombudsman’s own Terms of Reference, which state they handle contract issues and charges, and must decide what is fair and reasonable in all the circumstances. In my view, that is exactly what consumers expect the Ombudsman to test.

The scheme felt toothless and unwilling to challenge providers on fairness. I would like to note that the process was polite. But ultimately left the core issue completely unresolved.

Andy C.

This service is an absolute joke. No credibility when it comes to investigating. I would suggest taking any complaints against providers to small claims court as the ombudsman will not give you an unbiased response. This is not a government organisation but a company providing tender services on behalf of Ofcom.

The ombudsman response to my review is a perfect example of how bad this service is. I did reach out. I contacted the decision maker and left a request for them to get in touch and I'm still waiting for a response. The Communications Ombudsman is not worth contacting as you will be left frustrated by their inaction and dumfounded by the inability to resolve anything. If you have a problem with your broadband supplier, telephone service provider I suggest you ignore the Ombudsman service and go straight to small claims court with a claim for damages. Twice I have used the Ombudsman service and on both occasions they have made a complete mess of investigating.
I will give the ombudsman the opportunity and the invitation to contact me to explain, resolve, re-investigate or just make excuses....I doubt they will respond.

Milky J.

Complained about Virgin Media who were charging me more than we had agreed. Somehow they sided with Virgin. They sent the conclusion whilst I was away on holiday, gave me 14 days, I responded on the 15th day. I wanted to appeal as I feel the case handler missed a key point. They said I could not appeal anymore as I was outside the 14 days. I messaged to explain I was on holiday, and we are talking about 1 day out, but they wouldn't budge. Why have such a strict window? Why no flexibility if someone happens to be away?

CORNELIUS O.

⭐️⭐️⭐️⭐️⭐️
I recently had a dispute with EE and was extremely dissatisfied with how things were handled. Thankfully, I reached out to the Ombudsman Communications service, and I’m so glad I did. They stepped in, resolved the issue fairly, and saved me from paying for services I never received. Most importantly, they helped ensure my credit score wasn’t negatively impacted by unfair charges.

The process was straightforward, and I felt supported throughout. I highly recommend using Ombudsman Communications if you ever face problems with your phone, broadband, or TV provider – it really makes a difference and you regret contacting them.

John G.

There's a lot of bad reviews here, but I've honestly had 4 excellent experiences with the Comms Ombudsman (/ the Energy Ombudsman, who I think they have now merged with). They're really helpful, good communication, common sense, straight talking, don't promise the world but deliver a sensible verdict on the disputes I've found myself in. They are my favourite of several Ombudsman services I've had to use over the past few years.

Jon L.

As per the other many dire reviews of this organisation, and their being 'not fit for purpose', I cannot see how they can legitimately go on and exist. The experience I had in dealing with them was nothing but shambolic, to put it mildly.

What a joke, they take 6 months to respond to you, and give you a week via email to respond to them, and they close your case. Some people are busy a week is unreasonable.

Aside from this the staff are hopeless and seemingly totally bias. They get invited to Chirstmas parties and various free functions at the utility companies, whilst taking jobs with them. It's a massive corrupt orgy.

My advice is take the utility or institution to small claims, anything around 1500 pounds or below they will just pay as they need to come to your local small claim court with their solicitors and isnt worth it for them so they pay. Write a letter of claim and they have to respond within 14 days as per court rules or they lose. Much quicker, much better.

Avoid these bandits, see their half witted response about journey. These northern reprobates should go back to school and get a proper job.

SImon N.

About as bent as a coat hanger. Absolute waste of time as many have commented previously. Basically dictated to by the larger communications companies what to say and what to allow to refund. £30 not worth the admin effort quite frankly and this service is a a joke.

They have a 1.4 star rating as of writing. Given the range is 1-5 (not 0-5), in percentage terms they would rate 10%. In any line of work this is an instant fail.

They need to be shut down as this is a complete waste of money in having this “service”. There is completely zero point engaging them so save your time and effort.

Dave R.

I have an issue with Virgin Media (O2) also, being unable to change bank details to another bank account or even cancel the direct Debt on their system, due to an issue with the Virgin Media website system.

Was going to put a complaint into the Communications Ombudsman for their help in resolving it, but judging by the many poor reviews on here it’s not worth the time / hassle as it seems the Ombudsman always wishes to side with Virgin/O2 so they just keep on doing what they like by the sounds of it, hence why people keep on having to complain as there seems to be no consequences when ‘customers’ are having to contact the Communications Ombudsman as the last resort.